Drew Carnes
Charlottesville,VA
Summary
Dynamic sales professional with over 14 years of proven expertise in driving revenue growth and enhancing customer service excellence. Demonstrated ability to significantly increase market share while fostering a positive work environment that boosts employee morale and engagement. Skilled in transforming underperforming sales teams into high-achieving units by empowering staff and prioritizing professional development. Committed to delivering exceptional results through strategic initiatives and a focus on continuous improvement.
Experienced with strategic planning, team leadership, and operational management. Utilizes comprehensive business acumen to drive efficiency and innovation. Track record of fostering collaborative environments and achieving high-impact results.
Overview
17
17
years of professional experience
Work History
Vice President of Guest Experience
Host & Home
Charlottesville
07.2025 - 03.2026
- Oversaw and managed the full guest experience lifecycle, including reservations, guest services, and service recovery, while developing the systems and team culture that reflected the company values. Implemented targeted strategies to enhance operational workflows and foster improved customer experiences. Facilitated cross-departmental teamwork to refine workflows and contribute to overall organizational development with the Revenue, Marketing, Finance, & Operation Departments. Designed and implemented evaluation metrics aimed at enhancing team performance and overall productivity. Oversaw change management strategies to ensure effective implementation of system upgrades and process improvements. Supported senior leaders in cultivating essential leadership skills while advancing a culture dedicated to continuous improvement. Conducted comprehensive analysis of market trends to enhance strategic planning and identify potential business opportunities. Led budget planning processes to ensure optimal resource distribution and maximize organizational impact. Grew revenue and local market shares through creating targeted marketing promos, monitoring and adjusting rates and minimum length of stay requirements for high earning inventory. Developed a recognition system for all departments to help increase company morale.
Senior Manager of Guest Experience
Natural Retreats
Charlottesville, VA
03.2016 - 08.2025
- Oversee the review of all bookings, options, and cancelled options daily to ensure all are completed to Natural Retreats sales and service standards. Responsible for monitoring and increasing sales performance on an individual, team, and destination level by understanding trends and areas of opportunity for team members as well as each destination. Coaching the team to identify the needs of our clients and offering homes that meet their needs with customer service that exceeds their expectations. Conduct familiarization trips to each of our destinations and give presentations to our staff on each location and attractions, in order to ensure the team has a better understanding of areas to effectively sale homes. Monitor daily revenue and sales while teaching the team to embrace new sales strategies exclusive to each destination. Resolve guest issues and disappoints by partnering with on site teams when needed to come up with best possible solution for our guests and our homeowners. Teach the Sales Team how to overcome objectives during the sales process, while maximizing each opportunity with potential guests. Create friendly monthly competitions which push overall sales of entire team. Create quarterly incentives for the team which focus on attainable revenue and sales targets. Manage the Sales Team, recruit and hire new team members, train the team on new policies and procedures. Create monthly schedule, monitor payroll, and coach the team. Train new team members. Ensure revenue targets and goals are exceeded and understand why any targets are missed. Assist in facilitating a safe, professional and fun working environment by displaying NR values. Create a work environment or culture in which each team member is empowered, motivated, heard and valued. Provoke thought and professional growth in each team member by setting them up for success by understanding their strengths and areas of opportunity through coaching.
Team Lead
CustomInk
Charlottesville
10.2012 - 03.2016
- Monitor team revenue & production goals. Assign orders & monitor digital & screen print production teams. Ensure quality & customer specifications met by print production teams. Assess the skill level of printers, runners and quality control personnel and assign workload according to each members’ skill set and qualifications. Conduct training on new processes and VIP Tours. Monitored labor hours and schedules of team. Tracked productivity and revenue goals of each team member and our team.
- Encouraged and facilitated peer recognition via a WOW program. Scheduled and participated in community partnership events.
Sales Coordinator/Front Desk Manager
Hilton Garden Inn
Charlottesville
12.2008 - 10.2012
- Demonstrated strong communication skills and multi-tasking, while coordinating special events and meetings for clients. Created contracts and proposals for new clients. Increased revenue by increasing market shares and ADR. Coordinate outside vendors, room blocks, property tours, billing, verify payments while delivering world class customer service. Recruiting and retaining front desk personnel. Conducted training for all front desk staff. Responsible for creating schedules and managing labor hours for front desk staff. Created staff events and incentives to enhance morale and promote team cohesion. Successfully move Guest Loyalty Scores from 293 to top 5 within the Hilton brand. Share revenue reports, occupancy reports and ADR reports with staff to ensure we maximized each opportunity with potential and returning guests.
Education
Bachelor of Science - Business Administration
Northern Virginia Community College
Annandale, VA01-1998
Associate of Science - Business Administration
Northern Virginia Community College
Annandale, VA01-1998
Skills
- Strategic planning
- Cross-functional collaboration
- Operations management
- Brand management
- Sales channel analytics
- Employee coaching and mentoring
- Customer relationship management
- Performance tracking and evaluation
- Schedule management
- Onboarding and orientation
- Financial management
- Revenue forecasting
Timeline
Vice President of Guest Experience
Host & Home
07.2025 - 03.2026
Senior Manager of Guest Experience
Natural Retreats
03.2016 - 08.2025
Team Lead
CustomInk
10.2012 - 03.2016
Sales Coordinator/Front Desk Manager
Hilton Garden Inn
12.2008 - 10.2012
Bachelor of Science - Business Administration
Northern Virginia Community College
Associate of Science - Business Administration
Northern Virginia Community College